Process of Knowledge Building in Educational Departments

In an educational department members are both drowning in information and craving knowledge. The department's information base is either scattered or unclassified. The business world understood this scenario and has brought a change to their knowledge infrastructure by including knowledge management (KM) systems. Educational departments, too, need to rethink their knowledge organization strategies. Therefore, a conversion from information to knowledge becomes imperative.

Rao, Abhijit. ASIST (2002). Articles>Knowledge Management>Collaboration

The Rise of Web Intelligence  

We live in a market of instant information, where perception and image are increasingly linked to stock prices and the best strategic plans can be undermined in the course of a morning.

Denton, Nick. KMworld (2001). Articles>Management>Knowledge Management

The Rockley Bulletin

The Rockley Bulletin addresses issues of importance to those interested in content management, content reuse, new tools and technologies, resources, strategies, best practices and more.

Rockley Group, The (2004). Journals>Knowledge Management>Single Sourcing>Content Management

Role of Information Professionals in Knowledge Management Programs: Empirical Evidence from Canada  

The objective of this study is to provide empirical evidence of the role of information professionals in knowledge management programs. 386 information professionals working in Canadian organizations were selected from the Special Libraries Association’s Who’s Who in Special Libraries 2001/2002 and questionnaire with a stamped self-addressed envelope for its return was sent to each one of them. 63 questionnaires were completed and returned, and 8 in-depth interviews conducted. About 59% of the information professionals surveyed are working in organizations that have knowledge management programs with about 86% of these professionals being involved in the programs. Factors such as gender, age, and educational background (i.e. highest educational qualifications and discipline) did not seem to have any relationship with involvement in knowledge management programs. Many of those involved in the programs are playing key roles, such as the design of the information architecture, development of taxonomy, or content management of the organization’s intranet. Others play lesser roles, such as providing information for the intranet, gathering competitive intelligence, or providing research services as requested by the knowledge management team.

Ajiferuke, Isola. Informing Science Institute (2003). Articles>Knowledge Management

Staking a Claim: Positioning Technical Communication in Knowledge Management

If knowledge management is an appropriate framework for technical communication, how should technical communicators define their roles in knowledge management systems? Perhaps more importantly, how do technical communicators want others in their organizations to perceive them?

Smith, Sara. Orange Journal, The (2005). Articles>Knowledge Management>TC

Stalking Information in its Natural Habitat  

You know how to write, but do you know what to write? Much of the information which is needed to plan and execute a project is not technical detail about the product. You need access to specific corporate information to produce the required documentation. The flow of information to and from Tech Pubs (the technical publications department) is determined by several factors, including the company’s commitment to procedures (such as ISO-9000), the corporate culture, the physical location of the department, and the personalities involved. By being aware of this information flow, you can take control of your projects and produce documentation which is appropriate and on time.

Guren, Leah. STC Proceedings (1999). Articles>Knowledge Management>Information Design

Staying Competitive Through Continuous Improvement: The Business Information Service at ABN AMRO    

Case study describing the realignment of the Business Information Service (BIS) in ABN AMRO. Explains the reasons for change and the plans to incorporate the concept of continuous improvement, helping to ensure the service constantly evolves to meet demands of the organization. Includes a description of the bank and its operations and explains the role of the BIS within it. Explains how the service will be realigned to embrace the principles of continuous improvement, covering changes in both the Research and Support Services sections, and outlines how these changes will be achieved. Concludes that to make a difference, such change must be a constant.

Beattie, Jacqueline. Business Information Review (2007). Articles>Knowledge Management>Databases>Case Studies

Review: The STC 54th Annual Conference

What I saw was a society of professionals emerging from a process of reflection and redefinition with a vitality and momentum that said, "There's a new sheriff in town, and she's brought the posse with her." The sheriff is Susan Burton, the new STC Director.

Hughes, Michael A. UXmatters (2007). Articles>Reviews>Knowledge Management

Story Scrapbooks: Tools for Engagement

Thank heavens for big sisters—especially mine. I was over at Franca's house sipping hot chocolate and catching up on life. While we spoke, she was assembling another one of her family scrapbook masterpieces. We started talking about her work—she is an international marketing and publication relations consultant. As we discussed the internal communication challenges one of her clients was facing, I had a flash of brilliance. What if we helped the client put together a story scrapbook and then used it to facilitate conversations around the organization?

Gargiulo, Terrence. Communication World Bulletin (2006). Articles>Content Management>Knowledge Management>Business Communication

Tacit Knowledge, Knowledge Management, and Active User Participation in Web Site Navigation      

One of the reasons that people who seek out information on web sites often feel powerless is that when they do not find what they are looking for, their own tacit sense of what they know is not validated. If tacit knowledge is not calculated for in the design of a web site, it puts the people navigating the site in the position of passive observers. The primary reason for this can be found in the rigid organization schemes in place on many sites. Even the most sophisticated manuals that offer methods for designing web site architectures fail to suggest how they can replicate what is known in knowledge management circles as an “enabling environment.”

Applen, J.D. IEEE Transactions on Professional Communication (2002). Articles>User Centered Design>Knowledge Management>Web Design

Technical Communication, Knowledge Management, and XML    

Technical communicators can expand their roles into the realm of knowledge management if they augment their already considerable skills with a basic understanding of XML coding and a critical understanding of how this applied tool can allow us to shape, store, and transfer knowledge. To do this, they can start by examining how the use of tools and their relationship to the materials, assumptions, and methods of the scientific community contribute to the culture of research activity and then transferring these ideas to their workplaces. Additionally, they need to understand that knowledge management systems can include tacit knowledge. In their roles as knowledge managers, they can teach organization members how they can help design, access, and contribute to databases; alert them to new information as it is made available in knowledge repositories; and work to facilitate an environment of trust and sharing that allows knowledge management systems to flourish.

Applen, J.D. Technical Communication Online (2002). Design>Knowledge Management>XML>Metadata

That's a Good Question!  

All of us have suffered the consequences of expensive, unasked questions both in our professional lives and our personal lives. As technical communicators, we need to ask good questions to elicit information, but many of us lack adequate training in this skill. Add to that the natural reticence of some technical communicators, and it's no wonder that we walk away from SME interviews or department meetings wishing we'd remembered to ask X, Y, or Z. This paper offers information as to why questions are so important, who needs to improve discovery skills, what process you should use to develop your questions, what types of questions are useful, how to strategize your questions, how to ask good questions, how to handle people answering the questions you ask them, and how to answer questions that are asked of you.

Frick, Elizabeth A. 'Betsy'. STC Proceedings (2004). Articles>Interviewing>Knowledge Management>SMEs

The Key Isn't ERP (Enterprise Resource Planning)

For finance organizations, process and organization matter more than vendor.

Surmacz, Jon. CIO Magazine (2004). Articles>Knowledge Management>Management

The Rockley Report

The Rockley Report is a quarterly journal with information about content management topics. The Rockley Report provides knowledge to help you make the case for, plan, and execute content management initiatives.

Rockley Group, The (2004). Journals>Knowledge Management>Content Management>Newsletters

Tools for Authoring Knowledge Products

Authoring tools are used to create and integrate the components of knowledge products. They include tools used by designers, writers, editors, artists, animators, photographers, videographers, and others involved in producing knowledge products.

Horton, William K. III and Katherine W. Horton. Indus (2002). Articles>Knowledge Management>Software

Tools for the World-Weary Knowledge Worker  

The project was a good test of the personal and portable knowledge worker tools that I have been recommending over the past four years, and a chance to reflect on how they all fit together. These are the items of hardware and software that proved most valuable to me.

Barth, Steve. KMworld (2006). Careers>Writing>Knowledge Management

Upstream Knowledge Management

Most of the focus in knowledge management is on 'downstream' projects to organize thousands of existing documents that, through various departmental tributaries, are flooding corporate intranets. But what about 'upstream' knowledge management -- organizing and adding value when a source is identified or a document is written?

Montague Institute Review (1998). Articles>Knowledge Management>Workflow

Was There Always Information?  

'There's always been information,' said a member of an information architects mailing list I audit. I think that's probably not true, and it has implications for what we think our businesses are made out of.

Weinberger, David. KMworld (2006). Articles>Knowledge Management

Web Application Maps Business Opportunities

A technical writer develops a way to help a government contractor uncover procurement opportunities -- and in the process discovers a new opportunity for himself as an information profit center.

Montague Institute Review (1998). Articles>Knowledge Management>Information Design>Technical Writing

What is KPO (Knowledge Process Outsourcing)?

The next wave in the evolving dynamic outsourcing markets is here. The emerging Knowledge Process Outsourcing (KPO) is the process where businesses outsource high end knowledge or judgment services such as investment banking research, sales and marketing research, IP/patent research, R&D, legal research and case writing and even animation design. A provider must have an educated, skilled work force able to think independently and provoke their own free thought behind any research criteria. KPO involves a high degree of execution risk as providers look to create and combine complex levels of process, technology, and services. The business processes will require domain expertise and high-end talent such as MBAs, engineers, doctors, lawyers, accountants and other highly skilled professionals. KPO will move outsourcing up the value chain from simply executing commodity processes to carrying out processes with advanced analytical and technical skills and more decision making.

Larkey, Adam. Outsourcing Institute, The (2006). Articles>Knowledge Management>Outsourcing>Offshoring

Where is the Knowledge in a Content Management System?

This column aims to answer the question: where is the knowledge in a content management system (CMS)? In doing so, light will be shed upon the long-term value of a CMS in capturing organisational knowledge, and the role a CMS has to play in a broader knowledge strategy. Interestingly, the knowledge is not in the content itself. Instead, it's in the processes and practices that surround a content management system. By recognising the importance of these supporting activities, the greatest benefits can be gained from implementing the CMS, and the goals of the broader knowledge strategy can be met.

Robertson, James. Step Two (2003). Articles>Content Management>Knowledge Management

Why is Metadata a Hot Topic?

A back-of-the-book index and a dictionary are both examples of metadata -- information about information contained in a document or database. Electronic examples of metadata include information encoded in the META tags on Web pages and 'controlled vocabularies,' hierarchical lists of subject terms developed to make commercial bibliographic databases easier to search.

Montague Institute Review (1998). Articles>Knowledge Management>Metadata>Controlled Vocabulary

Women's Technologies, Women's Literacies: Sewing and Computing Across the Years    

This article compares the historical and contemporary clothing industry with the current microelectronics industry. It argues that the development of paper patterns, along with the perfection of the sewing machine as a technology in the 1870s, democratized fashion for lower and middle class women just as the development of the World Wide Web and Web-making software has democratized publishing for authors before unable to gain access to an audience for their writing. Comparing the businesses of three groups of women using the World Wide Web, this article finally problematizes these historical and contemporary democratizing technologies the sewing machine and the computer by pointing out both obvious and more subtle socioeconomic realities which undercut some utopian promises of publishing in Cyberspace.

Rohan, Liz. Journal of Technical Writing and Communication (2001). Articles>Knowledge Management>Collaboration>Gender

Writer Training: Complementary Models of Document Review in the Classroom and at Work  

Document review is an important tool for knowledge management and socialization. However, because the relationship between texts and work is changing with advances in information technology, we must reconsider the necessity and practice of document review. We need to examine what reviewers are currently doing to see how those practices match with or can be complemented by the classroom based review practices that are commonly used. This paper sketches out a new model of review (mediated practice) that combines the strength of workplace and classroom based models of review.

Swarts, Jason. STC Proceedings (2003). Articles>Knowledge Management>Workflow

The Quality of Evidence in Knowledge Management Research: Practitioner versus Scholarly Literature    

The viability of KM partly rests on how researchers garner empirical support for their purported theories. One aspect of this would involve the evaluation of the evidence provided in KM research. This paper presents a comparative study of the evidence that is presented in scholarly and professional literature on KM. For this purpose, the paper introduces a typology of evidence to analyze the data obtained from the survey of the literature. The classification based on this typology reveals quantitative differences between the types of evidence put forth in the scholarly and practitioner literature. More interestingly, however, our analysis reveals differences in terms of the questions they ask, the perspective they adopt, and the methods they follow to convince others of the validity of their claims. We explain these differences in terms of the notions of `blackboxing' and `performance' borrowed from actor-network theory.

Ekbia, Hamid R. and Noriko Hara. Journal of Information Science (2008). Articles>Knowledge Management>Research